Hi Stephen, There is configuration option NotifyActor. If it set to 0, RT does not notify person who performs the update of the ticket. Even if this person is in CC. Please check, maybe this is your case.
Best regards, Rafal From: "Cena, Stephen (ext. 300)" <[email protected]> To: Kenneth Crocker <[email protected]>, "[email protected]" <[email protected]> Date: 2013-10-25 15:21 Subject: Re: [rt-users] CC emails not always being sent Sent by: [email protected] Yes, I have a "On Correspond Notify Other Recipients", Condition "On Correspond", Action "Notify Other Recipients", using the stock global template. Stage TransactionCreate. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 [email protected] "Thank you for helping us help you help us all." --For email related issues, please contact [email protected] From: Kenneth Crocker [mailto:[email protected]] Sent: Wednesday, October 23, 2013 6:11 PM To: Cena, Stephen (ext. 300); [email protected] Subject: RE: [rt-users] CC emails not always being sent Stephen, Did your notify scrip include "others". Adding cc's requires that if they are not listed in the ticket or queue as "cc". Kenn
